Note: The job is a remote job and is open to candidates in USA. Cypress HCM is a company focused on customer success, and they are seeking a Customer Success Manager to ensure overall customer satisfaction and drive product adoption. The role involves building customer success plans, addressing at-risk accounts, and collaborating with internal teams to enhance the customer experience.
Responsibilities
- Accountable for overall customer success including renewals, adoption, health, and satisfaction
- Build and execute customer success plans across enterprise accounts
- Drive adoption of Adobe Experience Cloud products and identifies at-risk accounts
- Lead “get well” plans and acts as the internal voice of the customer
- Partner with internal teams to improve customer experience and process effectiveness
Skills
- 10+ years of SaaS/digital marketing Customer Success experience
- Strong communication, consulting, and conflict navigation
- Program management within large organizations
- Executive-level facilitation and C-suite presentations; account planning
- Ability to prioritize under pressure
- Knowledge of digital marketing/media software
- Program Management — navigating large orgs, driving change across groups
- Executive Facilitation — leading C-suite meetings, workshops, and presentations
- Account Planning — customer success plans, strategy/roadmap alignment
- Customer Engagement Modeling — tracking and evolving business goals
- Data-Driven Adoption Analysis — using data to track progress along a maturity curve
- Conflict Mediation — navigating and resolving friction across stakeholders
- Digital Marketing Platform Knowledge — Adobe Experience Cloud specifically, broader martech familiarity
- Bachelor's degree and/or relevant work experience
Company Overview